PCCE 11.6 - Error occurred "The Router is not available. Try again later or contact your system administrator."

[kyle_hanson]

Our supervisors and administrators are encountering the following error when making any changes to current agents or trying to create new ones...

Error occurred

• The Router is not available. Try again later or contact your system administrator.

This began suddenly and I don't see any other mention of this error. Any assistance would be appreciated.

[bill.king1]

Is it possible that the AW/HDS is hosed. Are you able to make other configuration changes that utilize the same server, like a script change for instance?

[paulonwude]

Did you manage to fix this issue?

[bill.king1]

What version are you on, what have you tried to fix the issue, is this a new install or an existing one and it just started happening, does it happen to all users/types of changes? There are things you can do to try and get things in sync again.

[wmelick]

I just had this same issue occur with PCCE 12.6.1 (in August 2025) after some unexpected VM power offs.   Rebooting the AW's (both sides) and Roggers (both sides) did not resolve the issue.   I opened a TAC case and these are the steps they gave me which finally resolved the issue:

1. Perform exit_router on A side rogger.

From the DOS prompt on the A side Rogger:

c:\ rttest /cust <customer instance name> /node routera
rttest: exit_router

rttest: quit

2. Restart the Distributor service on all AW-HDS servers.
3. Initialize Local Database on both AW-HDS Servers. (see:  https://video.cisco.com/detail/video/6044929766001 for this process)
In the event this process does not take care of the problem, this is the process to stop and start services

Stop Distributor service on AW A and B side.
Stop Logger B services and then Router B services.
Stop Logger A services and then Router A Services.
Start Logger A Service.
Start Router A Service.
Start Distributor on A side.
Start Logger B services
Start Router B Services.
Start Distributor services on B side.

I had to do *all* these steps.....but it did resolve the issue in the end.

I thought I'd post this here since I didn't see resolution steps in this thread.

[wmelick]

Forgot an important warning....do the above steps off-hours since it will drop active calls and agents.